Secret-Cleared Help Desk Specialist – 24/7 Federal Ops

Take2 Consulting, LLC; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

Take2 Consulting, LLC is seeking a cleared Help Desk Specialist to support a federal client in defense of our homeland. The role requires a Secret Clearance or higher and is onsite at Annapolis Junction, MD, with 24x7/365 operations and alternating day and overnight shifts.

As the first point of contact, you will triage issues, coordinate technical support, log events, and maintain SLAs per SOPs. The rotation includes 12-hour and 8-hour shifts to ensure coverage.

Qualifications

• US citizenship required; dual citizenship not allowed.
• Active Secret clearance required.
• Willing to work 24x7 with on‑call recall.

Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP’s
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Job description

Take2 Consulting, LLC is seeking a cleared Help Desk Specialist to support a federal client in defense of our homeland. The role requires a Secret Clearance or higher and is onsite at Annapolis Junction, MD, with 24x7/365 operations and alternating day and overnight shifts.

As the first point of contact, you will triage issues, coordinate technical support, log events, and maintain SLAs per SOPs. The rotation includes 12-hour and 8-hour shifts to ensure coverage.